Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went for a school related drug screen on 8/20/24. Sample was taken and per the collector, the sample was to be shipped out to a lab same day. She stated it takes one business day to arrive at the lab and 3-4 days for me to get my results. I paid cash $75 and I was given a form with specimen number to follow up on my test. I have been contacting the lab since 8/21/24 and until 8/26/24 when the lab stated they havent received my sample yet. The lab asked me to contact the collector to get the tracking number which I did on the same day 8/26/24. The lady stated she will give me a call before they close to give me the status of my sample once she obtains the tracking number. I emphasized to her that today is the deadline for the school to get my lab results in or otherwise I will be dropped off the classes. I waited all day until after 4 with no call back from her as promised. So I called her only for her to say she doesnt have a tracking number. I asked her for a refund so I can go get my test done elsewhere, she started being rude on the phone and stated she will not issue me a refund and that I should go get the lab re-done. I insisted I didnt want to be in the same situation again and I was more comfortable to go get tested elsewhere where they have a lab on site and with no delays. She refused and hang up on me.

  Business response

  08/31/2024

  We sincerely apologize for any delay that you feel you experienced with your test results from our partner lab, Quest Diagnostics. When you contacted us for a specialized test, we took immediate action to locate and arrange the appropriate test panel for you.

  According to our records, your test was conducted on 08/20/24, and the lab received it on 08/21/24. The results were released by the lab on 08/27/24, and we promptly sent them to you on that same day.

  
  ******* mentioned a turnaround time of 3-4 business days, which typically applies once the lab has received the test. We regret if this was not clearly communicated and understand your frustration if there was any confusion about the timing. Please know that we strive to deliver results as quickly as possible, but we are reliant on the timelines of major labs like Labcorp and Quest.

  
  We appreciate your patience and understanding. We are committed to providing specialized testing services that are not easily available elsewhere and will continue to work on improving our communication and processes to better serve you and all our clients.

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